Pro 5 is missing events

[GW1a]

Hi, I have just purchased the Pro 5 to replace an Essential Spotlight camera, however the Pro 5 is missing most of the automatic detection events that the Essential would pick up. I have checked all the settings for the Pro 5 and turned up all the settings for sensitivity etc but still no improvement. What am I missing?

[Edinburgh_lad1]

There's a long thread on here about Pro 5 missing events. If they've not fixed it yet, I suggest you take your camera back for a refund:

https://community.arlo.com/t5/Arlo-Pro-5S-2K/Arlo-Pro-5S-missing-events-taking-snapshots-Pro-4-in-sa...

[BrookeN]

@GW1a 

1. Did you get a motion notification but when you go to Feed, no recording is saved?
2. Or is there a specific instance, something or someone should be captured but the Pro 5 didn't record?

[GW1a]

1. No not suffering with this issue.

2. The camera is only capturing movement within 4m of the camera, everything beyond is not being captured. I changed the sensitivity settings to 100% and then carried out a movement test which confirms no capture beyond 4m from the camera. Really poor compared to my previous Essential camera. 

[GW1a]

And this what I am getting at night with night vision in black and white, seems to me like the infra red isn't working? 

 

[GW1a]

@BrookeN I have read all historical messages on this community and am very close to giving up on the Pro 5s, returning it for a refund, and moving to a completely different brand. Can you please update me on the latest status of the fix for all the known issues on the Pro 5s?

[jguerdat]

Based on your nighttime image, I see 2 (potential) issues:

1) The nighttime image shows that you only have the IR LEDs being used for illumination. Go into the camera settings and enable Color Night Vision in the Night Vision section. Then go into the Light Settings and enable the Spotlight setting.

2) The apparent view (hard to say based on only the nighttime shot) likely has motion more AT the camera rather than ACROSS the FOV which is what PIR sensors require for best detection. A change in location, if possible, could prove beneficial for better detection.

[GW1a]

Thanks @jguerdat 

1. Yes I'm aware of the color and light settings, but they tend to increase battery usage significantly. My previous Essential camera used to work very well on the black and white setting, and with this being the newest Pro series camera I was expecting even better quality on the same settings.

2. There is no issues with the cameras location, my Essential camera worked fine in the exact same position.

[jguerdat]

1) The battery drain shouldn't be significantly different as long as your recordings fit the <5 minutes total recording time per day. I've never had to resort to using the IR illumination to save battery. 2) Different cameras, especially different models, could well operate somewhat differently due to different components, design criteria, etc. Just because one camera worked well in a particular situation doesn't mean another will. Testing and perhaps some modifications (positioning, etc.) may be needed.

[BrookeN]

@GW1a please reach out to support within the app. Within the app on your mobile device click on the silhouette on the top left ~ support center ~ the device that you are needing assistance with then choose the issue.